Care firm suspended by council

An award-winning home care provider has been suspended by Bucks County Council after complaints about the service.

Problems included a missed visit, a rule breach by a care worker and delays in communicating with clients.

The council and Caremark say action is being taken to resolve the problems, which the service’s MD Janis Anderson described as ‘disappointing’.

In October Ms Anderson was crowned the British Franchise Association’s Franchisee of the Year and Female Franchisee of the Year.

She said: “It comes down to communication between Caremark and the customers and improving on that. We take any complaints very seriously and we have got to make sure we put it right. It’s a small number of complaints but every complaint needs to be investigated.

“It’s always disappointing when we fail in any area of the business.”

The suspension means new customers will not be referred to Caremark by the council. Ms Anderson said it will not have a huge effect on the business as it will continue to provide care to all its current clients and is still taking customers from elsewhere.

A council spokesman said: “After a number of complaints - none of which involved the quality of the care received by the clients of the service - Buckinghamshire County Council agreed with Caremark to not place any further referrals with them while discussions took place as to the reasons for the complaints and the actions needed to remedy them.

“Action has already been taken by Caremark to address certain staff-related issues, and the County Council is now working with the company to implement a plan that will ensure robust administration going forward.”

Caremark will meet with the council in January to discuss what progress has been made improving the service.